0:00:02 > 0:00:05Money's tight. Every pound is precious.
0:00:05 > 0:00:08But wherever you turn, big companies are determined to
0:00:08 > 0:00:10squeeze you even more. With their tricks.
0:00:11 > 0:00:13It's disgusting. I do think it's disgusting.
0:00:13 > 0:00:15It's about making as much money as possible.
0:00:17 > 0:00:20But this is the series that's determined to stop them.
0:00:20 > 0:00:22Ha! Ha! I foiled that trick!
0:00:24 > 0:00:27Each week, we go undercover to expose their tactics.
0:00:35 > 0:00:39We talk to the whistleblowers. This is quite a trick.
0:00:39 > 0:00:41It is a trick. Nothing but a trick.
0:00:43 > 0:00:45And reveal how YOU can fight back.
0:00:51 > 0:00:55Yes, whether we're going on holiday, buying a car, furnishing our homes
0:00:55 > 0:00:59or enjoying time off, there can be shocking underhand ploys to avoid.
0:01:00 > 0:01:02Want to know what they are?
0:01:02 > 0:01:06Then this is the programme for you. We're talking about your money.
0:01:06 > 0:01:08And their tricks.
0:01:25 > 0:01:29Tonight, inside Kwik Fit. Meet the whistleblower who reveals
0:01:29 > 0:01:32what's really going on at Britain's biggest-known garage chain.
0:01:32 > 0:01:33We do everything to convince you to buy
0:01:33 > 0:01:36a lot of things that you don't need to buy.
0:01:36 > 0:01:38We feel like we have ripped people off.
0:01:38 > 0:01:40Buying your vehicle second-hand?
0:01:40 > 0:01:43What you need to know about one of the country's biggest dealers.
0:01:49 > 0:01:51And, ever had one of these?
0:01:51 > 0:01:55How to fight back against those dreaded private parking cameras.
0:01:55 > 0:01:58Just thought you should know this is me leaving the car park.
0:01:58 > 0:02:00This is what leaving looks like.
0:02:00 > 0:02:03SHE TOOTS HORN
0:02:18 > 0:02:22New cars. There's something about them.
0:02:22 > 0:02:23You can ask Sian.
0:02:24 > 0:02:25Or you can ask Becca.
0:02:27 > 0:02:29And you'd get the same answer.
0:02:29 > 0:02:33Many of us fall for their look, their feel,
0:02:33 > 0:02:36and their amazing new-car smell.
0:02:42 > 0:02:44WOMAN SINGS IN ITALIAN
0:02:44 > 0:02:46They don't come cheap, though.
0:02:46 > 0:02:47In fact, for most of us,
0:02:47 > 0:02:50a new car is the second biggest purchase we'll ever make,
0:02:50 > 0:02:52next only to a house.
0:02:52 > 0:02:55So, the manufacturers have to work hard to tempt us...
0:03:00 > 0:03:02..with ads telling us how well-designed they are.
0:03:02 > 0:03:04How powerful. How smooth.
0:03:04 > 0:03:07And, crucially, how economical.
0:03:07 > 0:03:10Nice promises. A pity we can't trust them all.
0:03:19 > 0:03:22Look at these. Fiat says its iconic 500 with its
0:03:22 > 0:03:261.2 engine will give you 58.9 miles to the gallon.
0:03:29 > 0:03:32Nissan claims its best-selling Micra will do even better
0:03:32 > 0:03:34at 65.7 miles to the gallon.
0:03:35 > 0:03:41As for this Focus, Ford says one gallon will give me 56.5 miles.
0:03:45 > 0:03:49For drivers fed up with high fuel prices, it's all great news.
0:03:49 > 0:03:51Ready for the bad?
0:03:57 > 0:04:02So, Sian. 58.9 miles per gallon, the marketing people say.
0:04:02 > 0:04:04- Do you want to know what you're likely to get?- Go on.
0:04:04 > 0:04:08Well, according to What Car? who did independent tests,
0:04:08 > 0:04:13it's more likely to be 44.3 miles per gallon.
0:04:13 > 0:04:16If you think about it, if you're doing about 12,000 miles a year,
0:04:16 > 0:04:17that is going to be 400 quid more
0:04:17 > 0:04:20than Fiat marketing people would have you believe.
0:04:20 > 0:04:24£400. That's a lot of money to bear in mind when you're making
0:04:24 > 0:04:28those big financial decisions about which car to buy.
0:04:28 > 0:04:29And Becca, it's even worse for you.
0:04:29 > 0:04:35Again, the manufacturer says it's going to be 65.7 miles per gallon.
0:04:35 > 0:04:41But independent tests calculated it as 44.1 miles per gallon.
0:04:41 > 0:04:44Now if you're doing about 12,000 miles a year that means
0:04:44 > 0:04:49you could be paying up to £550 more than you budgeted for.
0:04:49 > 0:04:52So that's about the cost of ten extra tanks of fuel then?
0:04:52 > 0:04:54It could be even worse.
0:04:54 > 0:04:56It could be a lot of chocolate biscuits.
0:04:58 > 0:05:02Well, since you're talking food. £550 would buy a lot of it,
0:05:02 > 0:05:05and much else besides.
0:05:05 > 0:05:07It's the sort of figure none of us would sneeze at.
0:05:07 > 0:05:10Which is why those miles per gallon figures in the car ads are
0:05:10 > 0:05:12so important.
0:05:12 > 0:05:15So, why can't we trust them?
0:05:15 > 0:05:17The official fuel consumption figures,
0:05:17 > 0:05:20all those MPG figures you see in adverts and brochures
0:05:20 > 0:05:23and in show rooms, they're all done by official tests,
0:05:23 > 0:05:25so these cars are tested in a laboratory,
0:05:25 > 0:05:27which is why the figures are sky high compared to what you
0:05:27 > 0:05:29might actually achieve.
0:05:30 > 0:05:32Yes, tested in the lab,
0:05:32 > 0:05:35not the open road on which the rest of us drive.
0:05:35 > 0:05:37All the major manufacturers do this.
0:05:37 > 0:05:41And there are various tactics to ensure the best possible results.
0:05:41 > 0:05:44They kill the lights and the aircon,
0:05:44 > 0:05:47as both depend on the battery, which uses fuel.
0:05:47 > 0:05:51They disconnect the alternator so that the battery doesn't recharge.
0:05:52 > 0:05:53Brake pads?
0:05:53 > 0:05:56They're pushed back so there's no friction at all on the discs.
0:05:56 > 0:06:00Any extra trim is removed. And the driver? Well, he drives alone.
0:06:00 > 0:06:03No passengers. Now, they are allowed to do all this.
0:06:03 > 0:06:06But it's not exactly how the rest of us use our cars, is it?
0:06:08 > 0:06:11The official figures are a legal obligation for the car manufacturers.
0:06:11 > 0:06:13It's a European directive.
0:06:13 > 0:06:16Every single car maker has to put every single one of their cars
0:06:16 > 0:06:18through this test and publish the figures,
0:06:18 > 0:06:21so in some ways, it's a level playing field
0:06:21 > 0:06:23as all the cars are tested in the same way,
0:06:23 > 0:06:26so you can read across them to get some sort of comparison.
0:06:26 > 0:06:29But don't set your family budget based on those figures,
0:06:29 > 0:06:31because we've got huge amounts of evidence
0:06:31 > 0:06:34from our own real world tests that those fuel consumption figures
0:06:34 > 0:06:37are not what you're going to achieve in the real world.
0:06:37 > 0:06:39In other words, it's a trick.
0:06:39 > 0:06:42The manufacturers know the conditions under which they test
0:06:42 > 0:06:47these cars are often nothing like the condition in which we drive.
0:06:47 > 0:06:50And yet many still make these bold claims on their websites
0:06:50 > 0:06:51and in their marketing
0:06:51 > 0:06:54but don't make it completely clear that these figures might not
0:06:54 > 0:06:56be achievable on the road.
0:06:56 > 0:06:59So what happens when you challenge these figures?
0:07:00 > 0:07:02Do their dealers stick to the story?
0:07:14 > 0:07:18Well, some might tell you the real facts but not all.
0:07:18 > 0:07:20They're the ones who could potentially cost you
0:07:20 > 0:07:21hundreds of pounds every year.
0:07:29 > 0:07:31Find out who they are, later.
0:07:44 > 0:07:47If you're buying a new car, a misleading mileage claim is
0:07:47 > 0:07:49just one of the tricks you need to look out for.
0:07:49 > 0:07:53But remember, you're entering into a deal.
0:07:53 > 0:07:54So, before you sign anything
0:07:54 > 0:07:57that means you have power, too.
0:07:57 > 0:08:00If you want to get the most for your money, remember these golden rules.
0:08:02 > 0:08:06One. Never pay the full list price for a new car - haggle instead.
0:08:06 > 0:08:09Dealers will almost always give you a discount if you ask.
0:08:09 > 0:08:11And if yours won't offer any money off,
0:08:11 > 0:08:13just go to one who will.
0:08:15 > 0:08:18Two. Make sure the dealer believes you're serious but not desperate.
0:08:18 > 0:08:20If you appear too keen to buy,
0:08:20 > 0:08:23you won't be offered the best discounts and sweeteners.
0:08:24 > 0:08:26Three. Buy at the right time.
0:08:26 > 0:08:29Most dealers have monthly targets, so are most keen to shift cars
0:08:29 > 0:08:32towards the end of the month in order to meet them.
0:08:32 > 0:08:34Or buy in February or August.
0:08:34 > 0:08:36New registrations are launched in March and September,
0:08:36 > 0:08:39so dealers want to sell the older ones before then.
0:08:40 > 0:08:43Four. Always check the total cost of your finance deal.
0:08:43 > 0:08:46Dealers will often stress the weekly or monthly figure
0:08:46 > 0:08:49so make sure you know what you'll be paying back overall.
0:08:49 > 0:08:52Remember, dealer-organised finance
0:08:52 > 0:08:55and insurance can be more expensive than it needs to be.
0:08:55 > 0:08:58So, check whether a loan from the bank is cheaper.
0:08:58 > 0:09:00Five. If you know what car you want,
0:09:00 > 0:09:03look at buying online rather than at the showroom.
0:09:03 > 0:09:04Always compare the costs.
0:09:04 > 0:09:08And if you follow these golden rules you could make big savings.
0:09:11 > 0:09:16For more information and advice, please visit our website:
0:09:25 > 0:09:28So far, we've looked at the new car market,
0:09:28 > 0:09:31where prices are expensive, and promises are many.
0:09:36 > 0:09:37As for the used car market,
0:09:37 > 0:09:40the tricks to make you buy are even more rife.
0:09:45 > 0:09:48We spend £32 billion a year on second-hand cars
0:09:48 > 0:09:52and one in five who buy from a dealer experiences problems.
0:09:52 > 0:09:57In fact, used vehicles regularly top the list of consumer gripes.
0:09:57 > 0:10:00And it's not just the Arthur Daleys of the trade.
0:10:00 > 0:10:05Tonight, I'm talking about a much bigger second-hand dealer.
0:10:05 > 0:10:10one that claims to be the country's leading used-car supermarket,
0:10:12 > 0:10:14This is Carcraft,
0:10:14 > 0:10:18a dealer with 11 huge car supermarkets across the UK.
0:10:18 > 0:10:21It sells thousands of vehicles every year, tempting us in with
0:10:21 > 0:10:26promises of affordable, quality vehicles that are RAC accredited.
0:10:28 > 0:10:32Its website makes lots of reassuring statements and claims.
0:10:32 > 0:10:35And Carcraft is very upfront about its prices.
0:10:35 > 0:10:40A three-year-old Vauxhall Corsa for £6,495.
0:10:40 > 0:10:45A VW Golf for £8,795. They look good.
0:10:45 > 0:10:47Are we missing a trick?
0:10:47 > 0:10:51Yes. Because once they've lured you inside the showroom,
0:10:51 > 0:10:53those prices are very different.
0:10:53 > 0:10:56The Vauxhall Corsa we saw advertised for £6,495 is
0:10:56 > 0:11:02actually on sale for £2,000 more at £8,499.
0:11:05 > 0:11:12And that Golf we saw for £8,795 is on sale in the showroom for £10,999.
0:11:12 > 0:11:15A whopping £2,200 more.
0:11:17 > 0:11:19Now you can't buy the cars online,
0:11:19 > 0:11:23but you can print off a voucher, which they say they'll honour.
0:11:23 > 0:11:26But if you don't, you're stuck with the higher showroom prices.
0:11:26 > 0:11:30So, why do they advertise cars cheaper on the website?
0:11:30 > 0:11:32We went in as a customer and asked them.
0:11:56 > 0:11:58It's not as if they're even trying to hide it.
0:12:01 > 0:12:05OK, if they can trick people into buying more expensive cars,
0:12:05 > 0:12:06what else are they up to?
0:12:06 > 0:12:08Only one way to find out.
0:12:08 > 0:12:11Send in a member of our team to get a job, undercover.
0:12:12 > 0:12:13- Good luck.- Thanks.
0:12:15 > 0:12:18On arrival, our mole is greeted by a sales manager, who takes him
0:12:18 > 0:12:20through the whole interview process.
0:12:20 > 0:12:24This includes a rather honest introduction to the company.
0:12:40 > 0:12:41Pretty nuts can be right.
0:12:41 > 0:12:45We've now checked out the price of that Corsa with the industry's
0:12:45 > 0:12:46two leading valuation services,
0:12:46 > 0:12:50and found that it's worth a maximum of £6,200.
0:12:52 > 0:12:57Carcraft's showroom price? £8,499.
0:12:57 > 0:13:02That's £2,300 more expensive, although it does come with benefits
0:13:02 > 0:13:06like MOT, breakdown cover, free servicing and extended guarantee.
0:13:08 > 0:13:10So tell me, Mr Sales Manager,
0:13:10 > 0:13:14how do you sell an overpriced car to an unsuspecting customer?
0:13:32 > 0:13:35And how exactly do they "beat up" their customers?
0:13:35 > 0:13:37Again, there's only one way to find out.
0:13:37 > 0:13:39- Send in the mystery shopper. Good luck.- Thanks.
0:13:50 > 0:13:52Our man visited six Carcraft branches and discovered
0:13:52 > 0:13:55three tactics designed to get customers to part with their money.
0:13:58 > 0:14:00First up, apply the pressure.
0:14:29 > 0:14:32Trying to persuade customers to buy on the day is one thing.
0:14:32 > 0:14:35Pressurising them to commit without first explaining
0:14:35 > 0:14:38the overall cost or the monthly repayment is another.
0:14:45 > 0:14:50We found sales staff using the same tactic at other Carcraft stores.
0:14:50 > 0:14:54Looked wrong to me, but then I'm not a consumer law expert.
0:14:54 > 0:14:55But Deborah is.
0:14:56 > 0:14:58There is clearly pressure being put
0:14:58 > 0:15:01on the consumer here to make a decision
0:15:01 > 0:15:03without even giving full information
0:15:03 > 0:15:06about the price and the total cost of the deal.
0:15:06 > 0:15:10Giving information in an untimely manner is just as bad
0:15:10 > 0:15:12as not giving the information at all.
0:15:24 > 0:15:28There is a potential breach of consumer legislation here
0:15:28 > 0:15:32because the consumer is not being given adequate information,
0:15:32 > 0:15:34and this is particularly important
0:15:34 > 0:15:37as it is an expensive item that is being purchased.
0:15:40 > 0:15:41Next, tactic number two -
0:15:41 > 0:15:43tell the customer they need to hurry.
0:16:03 > 0:16:06This is a very pressurised sales situation.
0:16:06 > 0:16:09It is being made out that the offer is time-limited
0:16:09 > 0:16:13when in fact it may not be, and the consumer is being pushed
0:16:13 > 0:16:16into making a decision that, given proper time and thought,
0:16:16 > 0:16:18they might not make.
0:16:19 > 0:16:22Finally, the most extreme tactic - desperation.
0:16:39 > 0:16:42Er, hang on - we're in Birmingham.
0:16:42 > 0:16:44London is 120 miles away.
0:16:56 > 0:16:59So, aggressive selling and relentless pressure.
0:16:59 > 0:17:01What's the overall verdict?
0:17:01 > 0:17:05There are attempts to get a sale in a pressurised situation,
0:17:05 > 0:17:09the consumer is not being given full information about the price
0:17:09 > 0:17:11and the cost of the finance,
0:17:11 > 0:17:14and the consumer is not being given proper time
0:17:14 > 0:17:17to be able to make a proper decision.
0:17:17 > 0:17:19They could well be breaking the law here
0:17:19 > 0:17:23and are not sticking to the guidance issued by the Office of Fair Trading
0:17:23 > 0:17:27for proper selling of second hand vehicles.
0:17:32 > 0:17:35Actually, Carcraft do have one more persuasion tactic
0:17:35 > 0:17:37and it's one they're very proud of.
0:17:37 > 0:17:41- VOICEOVER:- Because every car we sell comes with a 120 point inspection
0:17:41 > 0:17:42and a two year guarantee,
0:17:42 > 0:17:44you don't need to worry.
0:17:44 > 0:17:47With Carcraft, you can just drive happy.
0:17:47 > 0:17:49To give customers extra peace of mind,
0:17:49 > 0:17:52they say this entire process is accredited by the RAC.
0:17:52 > 0:17:56That means the RAC has approved the pre-sale checks
0:17:56 > 0:17:58and conducts a regular audit.
0:17:58 > 0:18:02In reality, it's the process that's approved, not every single car.
0:18:02 > 0:18:05But that's not what some salesmen told us.
0:18:37 > 0:18:39Now that is an outright lie.
0:18:39 > 0:18:43The RAC has told us that they do not carry out presale checks
0:18:43 > 0:18:46on all Carcraft vehicles.
0:18:46 > 0:18:50They say they only inspect a random sample of cars at each branch.
0:18:53 > 0:18:56So, our mystery shopper's final task -
0:18:56 > 0:19:01to find out exactly what those 120 point checks are.
0:19:01 > 0:19:05If they're so proud of them, they must have a list, right?
0:19:08 > 0:19:10Erm, well, not quite.
0:19:16 > 0:19:19We asked in every single branch if we could see a list
0:19:19 > 0:19:23of the checks, and none of them was able to provide us with one.
0:19:23 > 0:19:26So, as a buyer, you don't know what they've checked.
0:19:39 > 0:19:40Carcraft have since told us
0:19:40 > 0:19:44they provide quality cars with an industry-leading warranty package.
0:19:44 > 0:19:47They say price alone doesn't determine a good deal.
0:19:47 > 0:19:50The combined part-exchange price and the finance package
0:19:50 > 0:19:52determines the best overall deal,
0:19:52 > 0:19:55which they say is aligned to their customers' needs.
0:19:59 > 0:20:01As for their sales tactics,
0:20:01 > 0:20:03they say they have strict pricing policies,
0:20:03 > 0:20:06and once they've seen our footage they'll take action
0:20:06 > 0:20:08against anyone who hasn't adhered to them.
0:20:08 > 0:20:12They say they're reviewing training and monitoring procedures,
0:20:12 > 0:20:15and apologise unreservedly to those customers affected.
0:20:23 > 0:20:27If you're buying a car second hand, here are few things to remember.
0:20:27 > 0:20:30Number one - think about where to buy your car.
0:20:30 > 0:20:33If you buy from a dealer rather than an auction
0:20:33 > 0:20:36or a private seller, you will have more rights.
0:20:36 > 0:20:37If anything goes wrong with your car,
0:20:37 > 0:20:40you may have a right to a repair under the Sale of Goods Act,
0:20:40 > 0:20:42just as you would when buying a new car.
0:20:42 > 0:20:45However, you will have to show that the car wasn't
0:20:45 > 0:20:48of a satisfactory quality or wasn't fit for purpose
0:20:48 > 0:20:50at the time you bought it.
0:20:50 > 0:20:53Number two - check that vehicle's history.
0:20:53 > 0:20:56Make sure you look at the logbook and MOT history.
0:20:56 > 0:20:59You can also confirm with the DVLA - for free -
0:20:59 > 0:21:02that the details the seller is giving for the car are correct.
0:21:02 > 0:21:06Also, make sure you check there's no outstanding finance on it,
0:21:06 > 0:21:10that it hasn't been stolen, written off or had its mileage clocked.
0:21:10 > 0:21:12You can do this with what's called an HPI check,
0:21:12 > 0:21:15and there are companies online that offer this service.
0:21:15 > 0:21:17There will normally be a fee to pay,
0:21:17 > 0:21:20but this could save you in the long run.
0:21:20 > 0:21:24Number three - get an independent inspection before you buy.
0:21:24 > 0:21:26Again, there'll be a fee involved,
0:21:26 > 0:21:29but it will almost certainly be money well spent.
0:21:29 > 0:21:32And, finally, number four - think about how to pay.
0:21:32 > 0:21:35If you buy a used car using a credit card
0:21:35 > 0:21:39you will have extra protection under the Consumer Credit Act if anything goes wrong.
0:21:49 > 0:21:51I did not stall.
0:21:54 > 0:21:56I can't do this.
0:21:58 > 0:22:00'Parking - what a nightmare!
0:22:00 > 0:22:03'Red lines, yellow lines, no stopping zones,
0:22:03 > 0:22:07'and when you do actually find a meter, it bleeds you dry.'
0:22:07 > 0:22:09Er, HOW much?
0:22:11 > 0:22:13I hate parking!
0:22:13 > 0:22:14'Yes, parking on the Queen's Highway
0:22:14 > 0:22:17'can be a stressful and expensive business.
0:22:17 > 0:22:19'But if you're thinking of stopping on private land
0:22:19 > 0:22:23'the costs can be even higher, and these are the reasons why...'
0:22:25 > 0:22:27'ANPR cameras.
0:22:27 > 0:22:29'You'll find them in retail parks, outside supermarkets,
0:22:29 > 0:22:31'and even fast food restaurants.
0:22:31 > 0:22:34'Private parking companies put them there
0:22:34 > 0:22:35'to keep tabs on how long you stay.
0:22:35 > 0:22:37'Exceed the time you've paid for
0:22:37 > 0:22:39'and they'll send you a demand for payment
0:22:39 > 0:22:41'using their photos as evidence.
0:22:41 > 0:22:45'They can't force you to pay without actually taking you to court,
0:22:45 > 0:22:47'but around 70% of us do decide
0:22:47 > 0:22:49'to give the companies the money they demand.'
0:22:51 > 0:22:54That's because they've developed a few tricks
0:22:54 > 0:22:55which make you believe you have to.
0:22:55 > 0:22:57Which is why I'm going on a road trip.
0:22:57 > 0:23:00Just think of it as your own personal guide on how to navigate
0:23:00 > 0:23:03Britain's private car parks and not get stung.
0:23:11 > 0:23:15'Yes, they might have their cameras and 24 hour surveillance,
0:23:15 > 0:23:17'but I have a GoPro...'
0:23:17 > 0:23:18'a Handycam...'
0:23:20 > 0:23:21'..a pair of binoculars...'
0:23:23 > 0:23:26'..oh, as well as a film crew following me around.'
0:23:28 > 0:23:30They come everywhere with me.
0:23:30 > 0:23:34'I think it's safe to say nothing is going to get past me.'
0:23:36 > 0:23:39First up, let's look at how they design their literature.
0:23:39 > 0:23:41Now, remember, these are private companies
0:23:41 > 0:23:44with no legal power to fine you.
0:23:44 > 0:23:46They're not even allowed to use the word "penalty".
0:23:46 > 0:23:49But look at the notices some send out.
0:23:50 > 0:23:52Yes, I've been doing my research.
0:23:52 > 0:23:54We've got a few notices here, some of which have obviously
0:23:54 > 0:23:57been carefully designed not to break any rules,
0:23:57 > 0:23:59but some still look like penalty notices
0:23:59 > 0:24:02from the police and local councils, or at least very official.
0:24:02 > 0:24:05Some feature the letters PCN -
0:24:05 > 0:24:09the same abbreviation councils use for Penalty Charge Notice.
0:24:09 > 0:24:11But, in the case of private companies,
0:24:11 > 0:24:14it stands for Parking Charge Notice.
0:24:14 > 0:24:17So, don't be fooled, study the small print.
0:24:17 > 0:24:20Others use the term "Enforcement Notice"
0:24:20 > 0:24:23even though they don't have any powers to enforce.
0:24:23 > 0:24:27And then there are the notices that come in yellow cellophane wrappers,
0:24:27 > 0:24:29just like those issued by councils.
0:24:29 > 0:24:32Finally, there are dreaded phrases like these...
0:24:32 > 0:24:34"Important legal notice."
0:24:34 > 0:24:35..and...
0:24:35 > 0:24:37"Legal action pending."
0:24:37 > 0:24:40Hold on, let's be absolutely clear -
0:24:40 > 0:24:43these are not fines nor penalty notices, are they?
0:24:45 > 0:24:47Absolutely not, they are an invoice,
0:24:47 > 0:24:50a demand for payment because the car parking company says
0:24:50 > 0:24:52you've breached their terms and conditions.
0:24:52 > 0:24:56They are not an official demand backed up by law
0:24:56 > 0:25:00that you would receive from the police or a local council.
0:25:00 > 0:25:05The law of contract provides that, when you enter a car park
0:25:05 > 0:25:07that's run by a private parking company,
0:25:07 > 0:25:10you are subject to their terms and conditions,
0:25:10 > 0:25:12you are entering into a contract with them.
0:25:13 > 0:25:17Ah, the law of contract, which you all know backwards.
0:25:17 > 0:25:20What do you mean, you've forgotten? OK, here's a quick refresher.
0:25:20 > 0:25:24I own this car park. I charge £1 to park here for one hour.
0:25:24 > 0:25:28But then you come along, pay your £1, and stay two hours.
0:25:28 > 0:25:31You've stayed in a space for an hour longer than you should have,
0:25:31 > 0:25:35and that means you've cost me money - £1 to be exact.
0:25:36 > 0:25:38So, if you do break their terms and conditions,
0:25:38 > 0:25:41it could be argued that they can only pursue you
0:25:41 > 0:25:44for the actual amount of money they've lost,
0:25:44 > 0:25:47rather than the sort of fees they usually demand.
0:25:47 > 0:25:52Overstaying in a car park for a few minutes could never justify
0:25:52 > 0:25:56the sorts of amounts that these companies are trying to charge.
0:25:56 > 0:25:59'And it doesn't end there, because if you don't pay
0:25:59 > 0:26:02'within a certain amount of time the figure rises.'
0:26:04 > 0:26:07'And many of the companies threaten you with debt collection agencies
0:26:07 > 0:26:10'and legal action that can damage your credit score.'
0:26:11 > 0:26:13OK, even I'm getting scared now.
0:26:13 > 0:26:15'OK, so those are their rules.
0:26:15 > 0:26:17'But some companies could be much clearer
0:26:17 > 0:26:20'in actually telling you what they are.'
0:26:22 > 0:26:26Sutton in Ashfield, Nottinghamshire, home to Europe's largest sundial -
0:26:26 > 0:26:28bet you're glad you watched, now -
0:26:28 > 0:26:31oh, and this branch of KFC.
0:26:31 > 0:26:35Here's an important question - is it ever too early for chicken?
0:26:37 > 0:26:40This KFC car park is run by Civil Enforcement Limited,
0:26:40 > 0:26:43who tell drivers they must not enter the car park
0:26:43 > 0:26:45when the restaurant's closed.
0:26:45 > 0:26:47Just one problem...
0:26:48 > 0:26:51The sign that states that is itself inside the car park.
0:26:53 > 0:26:56Not only that, but the opening hours are written on the door,
0:26:56 > 0:26:58so the only way you could see either of these
0:26:58 > 0:27:00is by going into the car park.
0:27:02 > 0:27:04A trick?
0:27:04 > 0:27:08Not according to Civil Enforcement, who say they introduced the rules
0:27:08 > 0:27:10because KFC staff couldn't find a space.
0:27:10 > 0:27:13They say the signs are sufficiently visible,
0:27:13 > 0:27:16and their system allows drivers leeway to enter and leave
0:27:16 > 0:27:18without being charged.
0:27:20 > 0:27:23KFC say the restrictions are there to ensure there's space
0:27:23 > 0:27:26for customers to park while the store is open,
0:27:26 > 0:27:28but they're aware of the out-of-hours issue
0:27:28 > 0:27:32and have contacted Civil Enforcement to try and find a solution.
0:27:33 > 0:27:36'Well, in the meantime, perhaps I can help them out.'
0:27:37 > 0:27:38Ah.
0:27:38 > 0:27:42Ten...thirty...
0:27:43 > 0:27:44I know!
0:27:50 > 0:27:52Very, very good.
0:27:55 > 0:27:57'One thing I've noticed about these companies
0:27:57 > 0:27:59'is that they can be unforgiving.
0:27:59 > 0:28:02'Make one tiny mistake and they'll go after you.
0:28:02 > 0:28:05'But some of them make errors, too.
0:28:05 > 0:28:07'Like the one that runs this McDonalds car park
0:28:07 > 0:28:09'in Enfield, North London,
0:28:09 > 0:28:13'and which doesn't seem to know whether drivers are coming or going.'
0:28:13 > 0:28:15Now, I don't know about you,
0:28:15 > 0:28:19but that to me looks like the entrance. It says "Welcome".
0:28:22 > 0:28:25That there looks like the exit,
0:28:25 > 0:28:29and this picture here looks like the car is leaving, right?
0:28:29 > 0:28:32Well, not according to the company in charge -
0:28:32 > 0:28:34MET Parking Services Ltd.
0:28:34 > 0:28:36Last year, they sent a ticket to a driver
0:28:36 > 0:28:38who they claimed had overstayed.
0:28:38 > 0:28:40In fact, she hadn't - she'd visited twice.
0:28:40 > 0:28:44But the camera only recorded her first exit and second entry.
0:28:45 > 0:28:47Cheeky.
0:28:47 > 0:28:49As if that wasn't bad enough.
0:28:49 > 0:28:51They tried to use this photo as evidence.
0:28:51 > 0:28:53It's supposed to show her arriving,
0:28:53 > 0:28:56when it actually shows her leaving.
0:28:56 > 0:28:59Well, it may have cameras, but I reckon it needs some help.
0:28:59 > 0:29:04So, after my own visit, I made sure they knew when I was off.
0:29:04 > 0:29:06Wouldn't want any confusion now, would we?
0:29:16 > 0:29:18One-two, one-two, one-two hello, hello...
0:29:20 > 0:29:24Hello. Just letting you know that I'm leaving the car park now.
0:29:24 > 0:29:27I'm leaving the car park now.
0:29:27 > 0:29:30Just thought you should know this is me leaving the car park.
0:29:30 > 0:29:33By the way I'm exiting the building.
0:29:33 > 0:29:36So you know, leaving. This is what leaving looks like. OK, everybody?
0:29:36 > 0:29:38SHE TOOTS HORN
0:29:41 > 0:29:43I've gone. Bye. Love you. Bye.
0:29:47 > 0:29:50MET Parking Services say their charge notice was
0:29:50 > 0:29:53the result of an extremely rare administrative error
0:29:53 > 0:29:57and they'd have cancelled it immediately had the customer appealed.
0:29:57 > 0:30:00McDonald's told us they work with their approved public contractors to
0:30:00 > 0:30:02make the policy fair and clear.
0:30:02 > 0:30:05Meanwhile the British Parking Association say many companies
0:30:05 > 0:30:08operate under their code of practice.
0:30:08 > 0:30:11They say drivers should take advantage of the appeals system
0:30:11 > 0:30:13if they are in the right.
0:30:13 > 0:30:18So, at the end of a very long trip one final question still remains.
0:30:18 > 0:30:23The one which everyone wants to know the answer to.
0:30:23 > 0:30:26Should I pay a private parking charge?
0:30:26 > 0:30:29If you receive one of these notices and you know you weren't in
0:30:29 > 0:30:32the wrong or you think a mistake was made, you can challenge it.
0:30:32 > 0:30:36Contact the company in the first instance and if they reject it
0:30:36 > 0:30:40you can go to the independent appeals service called POPLA.
0:30:40 > 0:30:42If your appeal is unsuccessful or you do not respond to
0:30:42 > 0:30:45any of the letters the company sends you, they still have to take
0:30:45 > 0:30:48you to court before they can get any money from you.
0:30:48 > 0:30:52Remember, if they do it's up to them to prove that you've breached the contract.
0:30:52 > 0:30:55It's not up to you to prove you didn't.
0:30:55 > 0:30:58You can also go to a solicitor or the Citizens Advice Bureau for more information.
0:30:59 > 0:31:02Phew! Now, Chicken or burger? Moving.
0:31:05 > 0:31:08Told you they come everywhere with me.
0:31:18 > 0:31:21Keeping a car in good condition is costly.
0:31:21 > 0:31:26And in cash-strapped times, drivers are cutting back on regular servicing.
0:31:26 > 0:31:28That can be a false economy.
0:31:28 > 0:31:31Of the 26 million cars that went in for MOT last year
0:31:31 > 0:31:35nearly 40% failed, leaving their owners with a hefty bill.
0:31:35 > 0:31:40As maintenance is so expensive, we should be able to trust
0:31:40 > 0:31:41the garages who do the inspections.
0:31:41 > 0:31:42But can we?
0:31:53 > 0:31:58Now, we all have our ambitions. If you're a footballer,
0:31:58 > 0:32:02the World Cup. If you're a band, Wembley or the O2 arena.
0:32:08 > 0:32:11If you're reporting a story, it doesn't get any better than this.
0:32:11 > 0:32:14Night-time, deserted car park.
0:32:14 > 0:32:16Meeting a whistleblower.
0:32:16 > 0:32:19You know - Watergate, "Deep Throat" and all that?
0:32:19 > 0:32:22OK, this one may not have the dirt on governments.
0:32:22 > 0:32:24But he knows a lot about a business.
0:32:26 > 0:32:28A very big business.
0:32:29 > 0:32:32And he's going to tell me all about it.
0:32:45 > 0:32:49Tonight's insider works for one of the biggest garage chains in the UK.
0:32:49 > 0:32:54Its name - Kwik Fit. Number of outlets - 570.
0:32:54 > 0:32:57Many motorists pass through its doors every day,
0:32:57 > 0:32:59but according to our man
0:32:59 > 0:33:02they can sometimes be tricked into paying for work they don't need.
0:33:04 > 0:33:07So what happens at Kwik Fit, how does it work?
0:33:07 > 0:33:10Well we invite customers, we attract customers with the free inspection.
0:33:10 > 0:33:13Once the customer has come in for these free checks
0:33:13 > 0:33:16and then that's how we try and sell things.
0:33:18 > 0:33:21How are they convincing people that they need this work on their car?
0:33:21 > 0:33:23If you don't know nothing about your car
0:33:23 > 0:33:25and you come on a quiet day, which we
0:33:25 > 0:33:26haven't sold much,
0:33:26 > 0:33:30and we need to hit our target we do everything to convince
0:33:30 > 0:33:33you to buy a lot of things you don't need to buy.
0:33:34 > 0:33:36Serious allegations.
0:33:36 > 0:33:39And, according to the insider, it gets worse.
0:33:39 > 0:33:43When you take your car into Kwik Fit for an inspection,
0:33:43 > 0:33:45staff may cut corners.
0:33:45 > 0:33:50Every day, I see it every day. I've been to many centres,
0:33:50 > 0:33:51and in most of them
0:33:51 > 0:33:55because of the time, because of the pressure that we have behind us, we
0:33:55 > 0:33:58cannot complete the job properly or do everything.
0:34:01 > 0:34:04We do have some good people amongst us as well, honest people, but
0:34:04 > 0:34:07unfortunately because of the pressure from the targets
0:34:07 > 0:34:09system, and that makes
0:34:09 > 0:34:12us do things that we don't want to do.
0:34:12 > 0:34:15It's a bad feeling, it's a horrible
0:34:15 > 0:34:18feeling especially when we go home. We work hard, we are
0:34:18 > 0:34:20tired, but inside we
0:34:20 > 0:34:23feel guilty. We feel like we've ripped people off.
0:34:23 > 0:34:25Thank you.
0:34:30 > 0:34:32Well, there he goes.
0:34:32 > 0:34:35And he told us some amazing things about some of the tricks that
0:34:35 > 0:34:37Kwik Fit gets up to.
0:34:37 > 0:34:41Now, all we have to do is put it to the test,
0:34:41 > 0:34:42and see if it's true.
0:34:42 > 0:34:46Well, when I say "we" I mean "she."
0:34:46 > 0:34:50Thanks, Nicky - always happy to do your legwork(!)
0:34:50 > 0:34:51I'm not doing alone, though.
0:34:51 > 0:34:53I've got ten drivers. And ten cars.
0:34:53 > 0:34:55They've all seen those Kwik Fit offers for free brake
0:34:55 > 0:34:58and tyre checks, and they're about to be put in.
0:34:58 > 0:35:00I've also got John Dabek, a mechanical expert,
0:35:00 > 0:35:04who's been fiddling with those cars for the last 24 hours.
0:35:04 > 0:35:06So John, talk me through it.
0:35:06 > 0:35:08Well, I've examined all these cars.
0:35:08 > 0:35:12Oh, a word to the wise, viewers. John's a forensic engineer, and a
0:35:12 > 0:35:14fellow of the Institute of the Motor Industry.
0:35:14 > 0:35:17And he has LOTS of letters after his name.
0:35:17 > 0:35:21So when he says he's "examined" these cars he really means it.
0:35:22 > 0:35:30BGY... It's a Golf five door. WVW ZZZ.
0:35:31 > 0:35:32Sounds like a Golf.
0:35:35 > 0:35:37What checks have I carried out?
0:35:37 > 0:35:40We looked at the tyre pressures, went round at all four tyres.
0:35:40 > 0:35:42And the spare as well.
0:35:43 > 0:35:47I'm going to use a calibrated tyre tread depth gauge. This is it here.
0:35:47 > 0:35:49OK that's fine. Everything's good.
0:35:49 > 0:35:52If you're bringing your vehicle in to have the brakes checked
0:35:52 > 0:35:56you'd expect all the moving components to be checked.
0:35:56 > 0:35:59I'm going to slacken off the wheel nuts so that I can take the
0:35:59 > 0:36:04wheels off and take a look at the brakes, steering, suspension, etcetera.
0:36:07 > 0:36:09That's normal!
0:36:10 > 0:36:11Phew!
0:36:11 > 0:36:15And how do we that they've checked it properly?
0:36:15 > 0:36:19Well, I've set a few tricks of my own.
0:36:19 > 0:36:23I've put a marker on one wheel bolt on each wheel using silicone.
0:36:23 > 0:36:25I will know
0:36:25 > 0:36:28whether or not the wheels have in fact been taken off to carry
0:36:28 > 0:36:31out those proper brake checks.
0:36:32 > 0:36:36- Impressive. And incredibly quick.- Thank you.
0:36:42 > 0:36:43OK, everyone.
0:36:48 > 0:36:49Let's hit the road.
0:36:53 > 0:36:57So, not only do we know the exact condition of these vehicles. Thanks
0:36:57 > 0:37:01to John's markers, we'll also be able to tell if they get checked properly.
0:37:01 > 0:37:06Kwik Fit here they come. Ten cars, ten branches, ten brake
0:37:06 > 0:37:07and tyre checks.
0:37:07 > 0:37:10Will they tell us the truth about the work that needs doing?
0:37:10 > 0:37:13Or just try to trick us? Find out later.
0:37:22 > 0:37:25So, we know that running a car is expensive.
0:37:25 > 0:37:30You have to buy it, park it, service it, and fill it up at the pump.
0:37:30 > 0:37:35Then there's that other essential outlay that's big and unavoidable.
0:37:39 > 0:37:43Millions of us are paying more for it than we should.
0:37:43 > 0:37:45Billions of pounds more.
0:37:45 > 0:37:48Did you know that one in every five of you could be paying too
0:37:48 > 0:37:50much on your car insurance?
0:37:50 > 0:37:55And it's largely down to one big trick - the renewal cost.
0:37:55 > 0:37:58Some of you here have already beaten it.
0:37:58 > 0:38:02As for the rest. We're going to show you how you can do it too.
0:38:02 > 0:38:05Yes, rolling on your car insurance policy from one year to the
0:38:05 > 0:38:08next is meant to be easy and convenient.
0:38:08 > 0:38:12But for some drivers here, it also turned out to be very costly.
0:38:12 > 0:38:16Just like the weather, it's made them really miserable.
0:38:16 > 0:38:21When I first took out the insurance policy, it was £218.
0:38:21 > 0:38:25When the renewal came through,
0:38:25 > 0:38:30with no changes in circumstances, the premium went from
0:38:30 > 0:38:36£218 up to £506, so it was over £300 of a difference and to me
0:38:36 > 0:38:37that was more
0:38:37 > 0:38:41than the actual car was worth. I've always been loyal to the company and
0:38:41 > 0:38:45stayed with them, that doesn't matter. They still want your money.
0:38:45 > 0:38:49Last year I paid £304.
0:38:49 > 0:38:53My renewal this year is £508 is the best they can do.
0:38:53 > 0:38:56If you go with an insurance company,
0:38:56 > 0:38:59once you're with them they think that's it, "I've got them."
0:38:59 > 0:39:03In some cases the companies really HAVE got you.
0:39:03 > 0:39:06Because when you take out a policy,
0:39:06 > 0:39:10they might try to opt you in to what they call an "auto-renewal".
0:39:10 > 0:39:11Unless you spot it,
0:39:11 > 0:39:13they'll debit your account in the second year - often
0:39:13 > 0:39:17for a much larger amount than in the first.
0:39:17 > 0:39:20I bought an insurance policy from my insurers
0:39:20 > 0:39:22and when I bought it I wasn't
0:39:22 > 0:39:25aware that it had an automatic renewal on it.
0:39:25 > 0:39:28Yes, originally I had a quote that was originally £340
0:39:28 > 0:39:32and that went up to £499 as an auto renewal.
0:39:32 > 0:39:36Such stories are common. All over Britain, drivers are realising
0:39:36 > 0:39:39that although their circumstances are unchanged,
0:39:39 > 0:39:42they may be paying more for their premiums than they should.
0:39:42 > 0:39:45The good news? You don't have to pay it.
0:39:45 > 0:39:49You could get a much cheaper premium. Even by staying with
0:39:49 > 0:39:51the same company.
0:39:51 > 0:39:56Charles Willoughby insures his car with Admiral. They tried to
0:39:56 > 0:39:59auto-renew him at a cost of £940.
0:39:59 > 0:40:04A reduction, yes. But there was a much cheaper price available.
0:40:06 > 0:40:09It stated that it was going to be 940 odd pounds,
0:40:09 > 0:40:12I then went online and did some searching and happened to
0:40:12 > 0:40:18stumble across a few comparison sites, and I found it £299 cheaper.
0:40:18 > 0:40:22And the company offering that reduced quote? Admiral.
0:40:22 > 0:40:26The very same company that had just tried to auto-renew him
0:40:26 > 0:40:29for almost £300 more.
0:40:29 > 0:40:32I spoke to Admiral, I rang them up actually as a new customer,
0:40:32 > 0:40:36and they said that it was through one of their comparison sites
0:40:36 > 0:40:38but it was
0:40:38 > 0:40:40underwritten by the same company, so they'd honour the same policy,
0:40:40 > 0:40:44but again for the £300 cheaper, so completely bizarre.
0:40:46 > 0:40:49Other drivers here nearly fell for the same trick.
0:40:49 > 0:40:52But don't think car insurers are alone
0:40:52 > 0:40:54when it comes to costly auto-renewals.
0:40:54 > 0:40:58Some companies providing breakdown cover do it too.
0:40:59 > 0:41:02My annual renewal came through for my breakdown insurance
0:41:02 > 0:41:06and it had gone up from £93 to £158.
0:41:06 > 0:41:09So I thought well
0:41:09 > 0:41:13that's rather steep. I went online, checked with the same company and it
0:41:13 > 0:41:15would be £100.
0:41:15 > 0:41:17Made a phone call to the company,
0:41:17 > 0:41:21they immediately matched the price and so I saved myself £58.
0:41:21 > 0:41:23Five minutes, £58 better off.
0:41:23 > 0:41:27Companies offer great discounts to attract new business in,
0:41:27 > 0:41:29but of course when it comes to renewal a year down
0:41:29 > 0:41:32the road, those discounts don't always apply.
0:41:32 > 0:41:35Insurance companies are a business and they have to operate
0:41:35 > 0:41:38and make a profit, so if customers are seeing those
0:41:38 > 0:41:41big increases, don't put up with it, vote with your feet,
0:41:41 > 0:41:43look at alternative options.
0:41:47 > 0:41:52So, how much are car insurers really making at the expense of loyal customers?
0:41:52 > 0:41:57According to one online comparison site, we're wasting £2 billion
0:41:57 > 0:42:00every year simply by letting our policies auto-renew..
0:42:00 > 0:42:04At least these drivers here can feel smug.
0:42:04 > 0:42:05Because, between them,
0:42:05 > 0:42:09over the last year they've managed to save nearly £3,000.
0:42:12 > 0:42:16The Association of British Insurers says auto-renewals help ensure that
0:42:16 > 0:42:20customers don't inadvertently break the law by driving without cover.
0:42:20 > 0:42:23Its members send renewal notices in advance
0:42:23 > 0:42:26so customers can choose whether to shop around.
0:42:26 > 0:42:30Where auto-renewal does apply, this is clearly indicated.
0:42:30 > 0:42:32Admiral told us it has different systems
0:42:32 > 0:42:35when setting the price for new and existing customers - and
0:42:35 > 0:42:37this can result in them
0:42:37 > 0:42:40getting different rates depending on their circumstances.
0:42:43 > 0:42:45Is your insurance up for renewal?
0:42:45 > 0:42:48Follow these tips and you could cut your bill.
0:42:48 > 0:42:51Firstly, think about the excess you can afford -
0:42:51 > 0:42:53bigger excess can mean smaller premiums.
0:42:54 > 0:42:57As can restricting your mileage, your usage
0:42:57 > 0:42:59and changing the type of car you drive.
0:43:00 > 0:43:03Who drives your car will have a significant impact too -
0:43:03 > 0:43:06don't pay for anyone you don't really need.
0:43:06 > 0:43:09And remove any unnecessary frills from your policy -
0:43:09 > 0:43:12why pay for foreign use if you're not going abroad?
0:43:12 > 0:43:15For information and advice you can always visit our website:
0:43:24 > 0:43:27Earlier, Nicky met a Kwik Fit insider who claimed that customers
0:43:27 > 0:43:29were sometimes being tricked into paying for unnecessary work.
0:43:29 > 0:43:31We do everything to convince you to buy
0:43:31 > 0:43:34a lot of things you don't need to buy.
0:43:34 > 0:43:36We feel like we have ripped people off.
0:43:36 > 0:43:40A serious allegation - that we wanted to check out for ourselves.
0:43:40 > 0:43:44So, we sent ten cars into ten different Kwik Fit garages
0:43:44 > 0:43:47for their "free" brake and tyre checks.
0:43:47 > 0:43:48We had them all inspected beforehand
0:43:48 > 0:43:52so we knew exactly what condition they were in.
0:43:52 > 0:43:55So, did Kwik Fit try to persuade us to pay for work we didn't need,
0:43:55 > 0:43:59or exaggerate how quickly work needed to be done?
0:43:59 > 0:44:02First up, this Hyundai. Kwik Fit's advice was clear.
0:44:10 > 0:44:12Cost of these new pads? £80.
0:44:12 > 0:44:14But did we really need them?
0:44:14 > 0:44:17Not according to our expert, John, who measured the discs
0:44:17 > 0:44:20and found that they were in fact well over four millimetres.
0:44:22 > 0:44:24The pads are fine, they don't need replacing yet.
0:44:24 > 0:44:27It would be similar to having your shoes repaired
0:44:27 > 0:44:29when they don't need repairing.
0:44:29 > 0:44:30Next, this Golf.
0:44:30 > 0:44:34Kwik Fit tried to sell us £160 worth of work.
0:44:46 > 0:44:50When a shock absorber is in good condition it should bounce
0:44:50 > 0:44:52and return, like that.
0:44:52 > 0:44:53Bounce and return.
0:44:54 > 0:44:57That's all in good condition, so, physically,
0:44:57 > 0:45:01there's nothing on the outside of the shock absorber
0:45:01 > 0:45:03to indicate a problem.
0:45:04 > 0:45:05Bang on.
0:45:05 > 0:45:09It goes forward and then it returns, it settles straight away.
0:45:09 > 0:45:11It feels good.
0:45:13 > 0:45:14John's verdict?
0:45:14 > 0:45:16I can't see any need for rear shock absorbers.
0:45:16 > 0:45:18That's just, um...
0:45:18 > 0:45:20just totally unnecessary in my view.
0:45:20 > 0:45:25As was the £247 worth of work they tried to sell us on this car.
0:45:25 > 0:45:29Kwik Fit said the Polo's brakes needed new discs and pads.
0:45:29 > 0:45:31No issues with that disc.
0:45:31 > 0:45:34Yeah, that's fine.
0:45:34 > 0:45:37The brake pads are in just so good condition.
0:45:38 > 0:45:41There's hardly any wear on the brake pads at all.
0:45:43 > 0:45:47In total, Kwik Fit tried to trick us into paying for over £700 worth
0:45:47 > 0:45:49of work on four of the cars we simply didn't need.
0:45:49 > 0:45:52Or, at least, not as urgently as they suggested.
0:45:52 > 0:45:55And, although we didn't disagree with all Kwik Fit's findings,
0:45:55 > 0:45:56there was worse to come.
0:45:56 > 0:45:59As part of the full tyre and brake checks they promised,
0:45:59 > 0:46:01they should have examined tyre pressures and tread
0:46:01 > 0:46:05and taken the wheels off to measure the brake pads and discs.
0:46:05 > 0:46:07But did they do this in every case?
0:46:07 > 0:46:09Certainly not on this one.
0:46:09 > 0:46:11What I've found is that there's no evidence whatsoever
0:46:11 > 0:46:14that the wheels have been off, the brakes have been checked.
0:46:16 > 0:46:20And how can John be so sure? That's right, our silicone trick!
0:46:20 > 0:46:24Remember, he marked all the cars before they went in for their checks.
0:46:24 > 0:46:27That silicone has not been disturbed at all.
0:46:27 > 0:46:31If they've managed to get in there, they've done very well.
0:46:31 > 0:46:34It was probably inspected by a guy called Houdini.
0:46:35 > 0:46:39On this car they also missed something much more serious.
0:46:39 > 0:46:43There's the nail. It's still there.
0:46:43 > 0:46:44What they did miss out,
0:46:44 > 0:46:47bearing in mind this was a brake and tyre check,
0:46:47 > 0:46:51were nails, a nail in the nearside front tyre,
0:46:51 > 0:46:54a screw in the offside rear tyre
0:46:54 > 0:46:58and both rear tyres dangerously under-inflated.
0:46:59 > 0:47:03In fact, John found that they'd failed to do the full checks
0:47:03 > 0:47:05on seven out of ten cars.
0:47:06 > 0:47:08No, that's not been disturbed.
0:47:09 > 0:47:11That's not been disturbed.
0:47:12 > 0:47:14That one doesn't appear touched.
0:47:14 > 0:47:17This is the one, the six o'clock position.
0:47:17 > 0:47:19Again, silicone's undisturbed.
0:47:25 > 0:47:28The cars have gone in for brake and tyre checks,
0:47:28 > 0:47:32some of them have come back OK with the kind of recommendations
0:47:32 > 0:47:34we would have expected and hoped for,
0:47:34 > 0:47:38others we were very concerned about because they've come back
0:47:38 > 0:47:41with recommendations or been told in no uncertain terms
0:47:41 > 0:47:45that brakes were required, shock absorbers were required,
0:47:45 > 0:47:49when they weren't required and, at the same time,
0:47:49 > 0:47:52fundamental things like nails in tyres
0:47:52 > 0:47:54and under-inflated tyres were missed.
0:47:54 > 0:47:59One of the most basic things with a tyre check is to check the pressure.
0:47:59 > 0:48:01If nails in tyres are missed
0:48:01 > 0:48:04or screws in tyres are missed there is a safety implication.
0:48:06 > 0:48:10Now, John's a mechanic, and Kwik Fit employ mechanics,
0:48:10 > 0:48:14and they've since told us they and their own independent expert
0:48:14 > 0:48:17seriously disagree with most of our findings.
0:48:18 > 0:48:22So, what we seem to have here is their word against our expert's.
0:48:22 > 0:48:24That's why we sought a second opinion.
0:48:24 > 0:48:26Or, technically, a third opinion...
0:48:29 > 0:48:35..from Mark Brown, automotive engineer and forensic car examiner.
0:48:37 > 0:48:40He also inspected the vehicles.
0:48:40 > 0:48:43So, did he agree with Kwik Fit, or John?
0:48:43 > 0:48:45I agree with John.
0:48:47 > 0:48:49So, there you have it. Ten cars,
0:48:49 > 0:48:52a failure to complete the promised checks on seven,
0:48:52 > 0:48:56and an unnecessary bill for over £700 worth of work on four.
0:48:56 > 0:49:00Kwik Fit say you'll be amazed at what they do.
0:49:00 > 0:49:01Bet you are now.
0:49:01 > 0:49:03Kwik Fit have since told us
0:49:03 > 0:49:06their highest priority is keeping their 4.5 million customers
0:49:06 > 0:49:10safe on the roads and helping reduce their motoring costs.
0:49:10 > 0:49:12They say they stand by their recommendation
0:49:12 > 0:49:15for new shock absorbers and have asked to carry out
0:49:15 > 0:49:18independent tests and say any recommendations they make
0:49:18 > 0:49:22on replacing parts take into account manufacturers' information
0:49:22 > 0:49:24and advice from safety organisations.
0:49:24 > 0:49:27However, they accept that in a few instances their staff
0:49:27 > 0:49:30could have been clearer with their communications.
0:49:30 > 0:49:33For this, they apologise, and say they're intent on improving
0:49:33 > 0:49:36how they communicate their advice following vehicle inspections.
0:49:36 > 0:49:39They say they expect high standards across their business
0:49:39 > 0:49:43and have a zero tolerance policy on recommending unnecessary work.
0:49:43 > 0:49:47Any proven cases result in disciplinary action.
0:49:47 > 0:49:51They have a whistleblower line on which staff can anonymously report
0:49:51 > 0:49:54any aspect of malpractice from their manager or colleagues,
0:49:54 > 0:49:57and they say a senior management team will investigate
0:49:57 > 0:49:59and act on any reports.
0:49:59 > 0:50:03They say they're proud of their 98% customer satisfaction level.
0:50:10 > 0:50:13Now, earlier we were looking at the truth behind
0:50:13 > 0:50:16those new car miles per gallon figures.
0:50:16 > 0:50:19We discovered that manufacturers use a variety of tricks to make their
0:50:19 > 0:50:23vehicles seem more economical to drive than they might actually be.
0:50:24 > 0:50:27The result? We're paying hundreds of pounds more for our fuel
0:50:27 > 0:50:29than many ads have us to believe.
0:50:29 > 0:50:30The big question, though -
0:50:30 > 0:50:33what happens when you confront the dealers?
0:50:33 > 0:50:36Do they give you the true story about the MPG figures,
0:50:36 > 0:50:39or just repeat what the marketing says?
0:50:44 > 0:50:45We visited three dealers
0:50:45 > 0:50:48each representing ten major car companies.
0:50:48 > 0:50:52Some of them were upfront about the advertised figures.
0:51:16 > 0:51:19Good work, fellas. And there were others who were truthful, too.
0:51:19 > 0:51:22Some said we'd need to knock quite a few miles per gallon
0:51:22 > 0:51:23off the published figures,
0:51:23 > 0:51:28or that fuel efficiency would depend on how we drove the car.
0:51:28 > 0:51:30But the worst performers in our mystery shop were Ford, Fiat,
0:51:30 > 0:51:33and this one - Nissan.
0:51:46 > 0:51:49So that was Nissan's dealers. But what about Fiat's?
0:51:49 > 0:51:51Two out of the three dealers we visited told us
0:51:51 > 0:51:55the advertised MPG figure was achievable.
0:52:05 > 0:52:08The third dealer went even further.
0:52:14 > 0:52:16In fact, of the 30 dealers we visited,
0:52:16 > 0:52:19half gave the impression we'd get the published figures.
0:52:19 > 0:52:21Or at least come very close.
0:52:21 > 0:52:23This trick, according to one estimate,
0:52:23 > 0:52:27is costing drivers £4.4 billion a year
0:52:27 > 0:52:29in unexpected fuel costs.
0:52:34 > 0:52:37Both Nissan and Fiat have expressed concern about what
0:52:37 > 0:52:38we found in their showrooms.
0:52:38 > 0:52:40They say proper procedure wasn't followed
0:52:40 > 0:52:44and they'll be taking steps to ensure that it is in the future.
0:52:44 > 0:52:47'Can it shut its grill vents to save fuel?
0:52:47 > 0:52:49'Can it stop itself...?'
0:52:49 > 0:52:52But remember, the car I'm most interested in is the Focus,
0:52:52 > 0:52:57the second biggest selling car in the UK, and the one I'm driving.
0:52:57 > 0:52:58According to Ford's marketing
0:52:58 > 0:53:02it'll give me 56.5 miles to the gallon.
0:53:02 > 0:53:06Now, our experts described that figure as unrealistic.
0:53:06 > 0:53:08But what about these Ford dealers?
0:53:19 > 0:53:22Well, that couldn't be clearer, could it?
0:53:22 > 0:53:25They've told us in the ads, they've told us on the website,
0:53:25 > 0:53:27they've told us in person,
0:53:27 > 0:53:32the Ford Focus will give you 56.5 miles per gallon.
0:53:32 > 0:53:33Or very, very close to it.
0:53:35 > 0:53:36Truth or trick?
0:53:41 > 0:53:43'Time to find out.
0:53:43 > 0:53:46'Because the engineers at this testing facility in Middlesex
0:53:46 > 0:53:48'have been subjecting the new Focus
0:53:48 > 0:53:51'to their own independent MPG checks.'
0:53:51 > 0:53:53Nick, great to see you.
0:53:53 > 0:53:54So, this here Ford Focus,
0:53:54 > 0:53:56tell us about the test you did on it.
0:54:03 > 0:54:05Well, when we arrived this morning
0:54:05 > 0:54:07the first job was to fit the equipment...
0:54:12 > 0:54:14..and as you can see the most obvious thing
0:54:14 > 0:54:16is it's connected to the tail pipe,
0:54:16 > 0:54:19and that's basically the source of a key bit of our information.
0:54:19 > 0:54:21The CO2 coming out of the tailpipe tells us
0:54:21 > 0:54:23most of what we need to know about MPG.
0:54:31 > 0:54:33So, great precision.
0:54:33 > 0:54:35Absolutely, and very similar to the sort of precision
0:54:35 > 0:54:37you would get in the laboratory,
0:54:37 > 0:54:40so that's why I like to think of this as our laboratory on the road.
0:54:40 > 0:54:43So when you tested this car, was it driven in a way
0:54:43 > 0:54:47anyone watching this programme or you or I would drive a car?
0:54:47 > 0:54:48Absolutely.
0:54:49 > 0:54:52Want to know what that means in practice?
0:54:52 > 0:54:54Well, weight-wise it means the equivalent of a driver,
0:54:54 > 0:54:59plus one adult passenger in the front, and a child at the back.
0:55:00 > 0:55:03It means travelling around with a bit of luggage in the boot.
0:55:03 > 0:55:07And it means driving in a style that's typical of most of us,
0:55:07 > 0:55:09neither overly-aggressive or gentle.
0:55:09 > 0:55:10And what was the result?
0:55:10 > 0:55:13The result for this car was 39.5 MPG.
0:55:13 > 0:55:1739.5. Considerably less than the 56.5 we were told
0:55:17 > 0:55:20by the manufacturers and some dealers.
0:55:20 > 0:55:23Certainly, absolutely true. But it puts this car in very good company.
0:55:23 > 0:55:25We see that across a lot of vehicles.
0:55:25 > 0:55:28You'll get that sort of shortfall from the official figures.
0:55:28 > 0:55:31How much more could this cost people than they think it's going to cost?
0:55:31 > 0:55:35Well, at current petrol prices, and if you do 10,000 miles a year
0:55:35 > 0:55:38you're probably looking at an extra £450,
0:55:38 > 0:55:42and if you do 12,000 miles it's more like £550.
0:55:42 > 0:55:44You guys know your stuff on this,
0:55:44 > 0:55:47so what are the tips for people to drive in the most economical way?
0:55:47 > 0:55:50Well, the first thing, and most important thing in a way,
0:55:50 > 0:55:52is to buy the right car in the first place
0:55:52 > 0:55:54for what you're trying to do with it.
0:55:54 > 0:55:56Once you've got the car, clearly you can drive more gently,
0:55:56 > 0:55:59be a little less heavy on the throttle.
0:55:59 > 0:56:02Clearly, if you turn the air-con off, if that's comfortable,
0:56:02 > 0:56:05that certainly saves a load on the engine.
0:56:05 > 0:56:07And then I would say think about the routeing of your journey.
0:56:07 > 0:56:10If you can avoid heavy congestion, even if it means driving
0:56:10 > 0:56:14a bit further, that can be a source of some good savings.
0:56:14 > 0:56:17Nick, thank you very much for telling us the truth about the Ford Focus.
0:56:18 > 0:56:19So, how do Ford respond?
0:56:19 > 0:56:22Well, they told us independent research shows their vehicles'
0:56:22 > 0:56:25running costs are among the lowest in the industry,
0:56:25 > 0:56:27and that, in some cases,
0:56:27 > 0:56:30drivers can actually exceed the official MPG figures.
0:56:30 > 0:56:33But, they recognise the increasing need for more detailed
0:56:33 > 0:56:36customer information and are currently adapting
0:56:36 > 0:56:39their marketing and sales training material.
0:56:39 > 0:56:42They also support the EU's introduction of new tests
0:56:42 > 0:56:45which will better reflect real world driving.
0:56:46 > 0:56:50So, that's what Ford have to say. What about the other companies?
0:56:50 > 0:56:52Much the same.
0:56:52 > 0:56:54Although we should add that Nissan also say
0:56:54 > 0:56:57they never intend to mislead customers,
0:56:57 > 0:57:00and that their sales literature makes it clear that MPG
0:57:00 > 0:57:02will vary according to driver behaviour,
0:57:02 > 0:57:05vehicle and road conditions.
0:57:05 > 0:57:08Fiat told us they're currently clarifying their advertising,
0:57:08 > 0:57:10and are committed to helping customers understand
0:57:10 > 0:57:13how the official MPG figures should be used.
0:57:13 > 0:57:16As for the Society of Motor Manufacturers and Traders,
0:57:16 > 0:57:18which speaks for the whole industry,
0:57:18 > 0:57:22it says the official MPG figures are achievable on the road,
0:57:22 > 0:57:25but most drivers understand the difference between the tests
0:57:25 > 0:57:27and real world driving.
0:57:29 > 0:57:30That's not much comfort, is it?
0:57:30 > 0:57:33No, especially since we've discovered this car could cost
0:57:33 > 0:57:36over £550 more to run each year than the marketing suggested.
0:57:36 > 0:57:38And that's your money.
0:57:38 > 0:57:40And their trick. See you next time.
0:57:40 > 0:57:42- Goodbye.- Bye.
0:57:43 > 0:57:47Join us next week, when we'll be taking on the holiday companies.
0:57:47 > 0:57:50We'll be revealing the perils of airport parking.
0:57:50 > 0:57:52When I returned from my holiday
0:57:52 > 0:57:54every single panel on the car had been damaged
0:57:54 > 0:57:58and three of the four tyres had been punctured with a sharp instrument.
0:57:58 > 0:58:02While I go undercover to expose the truth about holiday car hire.
0:58:03 > 0:58:05And those confusing cabin luggage rules.
0:58:08 > 0:58:10But there are signs around the airport.
0:58:10 > 0:58:13Does it not say that it's law on those signs?
0:58:14 > 0:58:17So is it, check it in for 50 euros, or leave it behind?
0:58:24 > 0:58:30Subtitles by Red Bee Media Ltd